Administrator’s Guide for Polycom HDX Systems

Symptom

Problem

Corrective action

 

 

 

When using multiple

Monitors are not enabled.

Enable the connected monitors on the System >

monitors, you don’t see

 

Admin Settings > Monitors > Monitors screen.

what you expect on each

 

 

 

Monitors are not connected

Verify that the monitors are connected correctly

monitor.

to the correct video outputs.

according to the setup sheet you received with the

 

 

 

system.

 

 

 

 

When using two monitors,

You are the only participant

MCUs generally loop the first participant back to

the same picture is seen on

in a call placed through an

itself. Wait for others to join the conference.

the first and second

external MCU.

 

 

monitor.

 

 

 

The system is performing a

Press

Select on the remote to end the test.

 

 

Near End Loop test.

 

 

 

 

 

The people at the far site

You have selected a

Select the main camera.

cannot see you.

camera that is not

 

 

 

connected.

 

 

 

 

 

Video is in black and white.

The monitor is connected

Go to System > Admin Settings > Monitors >

 

using the composite

Monitors and change the setting to Composite.

 

monitor connector, but it is

 

 

 

configured as S-Video.

 

 

 

 

 

 

The monitor cable is not

Verify that the monitor is connected correctly

 

connected properly.

according to the manufacturer’s instructions and the

 

 

setup sheet you received with the system.

 

 

 

 

The monitor cable is bad.

Replace the cable.

 

 

 

VCR/DVD records in black

VCR video format setting

Go to System > Admin Settings > Monitors >

and white.

does not match the VCR

Monitors and change the VCR setting.

 

connection.

 

 

 

 

 

The people at your site

The camera is pointing

If it is practical to do so, have the call participants sit

show up in silhouette in the

toward a source of bright

in a location where there is no light source behind

PIP.

light, such as a window.

them.

 

 

 

Otherwise, go to System > Admin Settings >

 

 

Cameras and select Backlight Compensation.

 

 

 

Video from your site is too

Lighting at your site has

Pan the camera. It adjusts for the lighting whenever it

dark or too light in the PIP.

changed within the past few

is moved.

 

 

minutes.

 

 

 

During calls, the camera

 

 

 

adjusts for the lighting at

 

 

 

five-minute intervals.

 

 

 

 

 

The system does not

The modem is not

Verify that the modem is connected correctly

receive closed captions

connected correctly, or is

according to the manufacturer’s instructions and the

correctly.

not configured correctly.

setup sheet you received with the system.

 

 

Go to Admin Settings > General Settings > Serial

 

 

Port and verify that RS-232 Mode is set to Closed

 

 

Caption.

 

 

 

Verify that the modem is configured for 8 bits, no

 

 

parity.

 

 

 

 

 

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Polycom 1 manual Admin Settings Monitors Monitors screen, Go to System Admin Settings Monitors, Caption
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